Broker Support Advisor

LendInvest; Glasgow; Hybrid; GBP 25,000 - GBP 35,000; Full time

Job summary

A leading FinTech platform in Glasgow seeks a Broker Support Advisor to provide exceptional support for intermediary partners. This role emphasizes service excellence over traditional sales, handling queries via phone and web chat. Candidates should have a strong customer service background, excellent attention to detail, and problem-solving skills. The position offers a hybrid working model, a competitive salary, and a comprehensive benefits package including private healthcare and professional development support.

Benefits

Competitive salary + company bonus scheme

Hybrid working policy

25 days holiday

Private healthcare

Enhanced parental leave

Matched pension contributions up to 4%

Critical illness cover

Employee Assistance Programme & Mental Health support

Life assurance

Regular performance reviews

Leadership training for managers

Support for attending conferences

Cycle to work scheme

Season ticket loan

Qualifications

• Strong background in customer service or sales support.
• Experience working in a regulated environment (Financial Services/Mortgages preferred).
• Previous experience working in a team environment.

Responsibilities

• Act as primary point of contact for broker queries via phone and web chat.
• Manage enquiries inbox for BTL, Resi, and Bridging products.
• Guide new brokers through registration processes and systems.
• Communicate with brokers, Business Development Managers, and Underwriters.

Skills

Customer service experience

Attention to detail

Problem-solving skills

Excellent communication

Education

Recognised mortgage market qualification (CeMAP)

Job description

Overview

LendInvest is the UK’s leading FinTech platform for property finance. Over the past 17 years, we have grown from just our two founders to a team of over 200 working to make property finance simple for everyone.

A workplace culture built around trying new things, getting things done, and having fun while we do it has helped us lend more than £7.5 billion of mortgages, put thousands of new or improved homes into the UK housing market, and successfully launch on the London Stock Exchange. We have big plans to continue growing the business, our products, our technology, and our people.

About your work

We are looking for a Broker Support Advisor to join our Operations Team, acting as the dedicated service champion for our partners. This role moves away from traditional sales targets and focuses on service excellence, providing high-quality support via telephony and web chat for our intermediary partners and internal stakeholders.

The position is ideal for a detail-oriented individual who takes pride in solving problems and ensuring a smooth journey for our brokers. The successful candidate will work closely with Underwriting and Sales teams. Reporting to the Customer Experience Team Leader, you will be responsible for the quality of the broker experience, managing incoming queries and ensuring our partners have the support they need to succeed. Ideally, you will have previous experience in a service-led financial services role. This opportunity is on a hybrid working basis at our Glasgow office.

Key responsibilities

• Acting as the primary point of contact for incoming telephone and web chat queries, focusing on "first contact resolution" for brokers.
• Managing the enquiries inbox for our BTL, Resi and Bridging products.
• Guiding new brokers through our registration process and systems, ensuring they are set up correctly and understand how to submit business to us.
• Liaising between brokers, Business Development Managers, and Underwriters to identify and remove blockers in the application journey.
• Maintaining deep knowledge of our lending criteria to provide accurate technical guidance to brokers, reducing the number of declined or returned applications.
• Managing broker data records, performing regular data cleanses, and ensuring all interaction logs are compliant and up to date.
• Ensuring all communications and file progressions adhere strictly to TCF (Treating Customers Fairly) and internal compliance standards.

About you

• A strong background in customer service, case management, or sales support (essential).
• Excellent attention to detail with a "right first time" approach to administration.
• Exceptional problem-solving skills and the ability to de-escalate complex queries.
• Strong written and verbal communication skills, capable of explaining complex criteria clearly.
• Experience working in a regulated environment (Financial Services/Mortgages preferred).
• Previous experience working in a team environment
• Recognised mortgage market qualification (CeMAP) is desirable but not essential; a willingness to learn technical lending policy is key.

Benefits & perks

• 💰 Competitive salary + company bonus scheme
• 🏠 Hybrid working policy
• 🏖️ 25 days holiday (increasing with the length of service)
• 🏥 Private healthcare
• 🍼 Enhanced parental leave
• 💸 Matched pension contributions up to 4%
• 🏥 Critical illness cover
• 🧠 Employee Assistance Programme & Mental Health support
• 🛟 Life assurance
• 📈 Regular performance reviews to promote a culture of growth and development
• 🏆 Leadership training for managers
• 🤝 Give as you earn scheme for charitable donations
• 🎓 Support for attending conferences and professional learning & development
• 🤑 Discounts via Perkbox
• 🚲 Cycle to work scheme
• 🚂 Season ticket loan
• 🔌 Electric car loan scheme
• 🥳 Monthly socials & annual offsite

Diversity, Inclusion & Belonging at LendInvest

At LI we believe in bringing your whole selves to work, we are committed to a culture of belonging where individuals can form a genuine community. We are proud to be an equal opportunities employer and are committed to building a team that represents a variety of backgrounds, perspectives and skills.